Deck 15: Managing Communication

Question 1

Managers with better listening skills are rated as better managers by their employees and are much more likely to be promoted.

Answer 1

True

Question 2

The self-serving bias is the tendency to overestimate our value by attributing successes to ourselves (internal causes)
and attributing failures to others or the environment (external causes).

Answer 2

True

Question 3

The steps in the basic perception process include all of the following EXCEPT:

A) attention
B) organization
C) analysis
D) interpretation
E) retention

Answer 3

C

Question 4

The first thing that managers need to recognize when communicating feedback one-on-one to employees is that feedback can be:

A) constructive or destructive
B) bureaucratic or participative
C) regulated or unregulated
D) formalized or unformalized
E) extrinsic or intrinsic

Question 5

The three formal communication channels in organizations are categorized as:

A) downward, horizontal, and upward
B) hierarchical, functional, and organizational
C) horizontal, vertical, and grapevine
D) upward, dyadic, and downward
E) vertical, horizontal, and dyadic

Question 6

One of the best ways for top managers to hear what others feel and think is through:

A) company hotlines
B) surprise visits
C) survey feedback
D) frequent informal meetings
E) participative management

Question 7

is the tendency to overestimate our value by attributing successes to ourselves (internal causes) and attributing failures to others or the environment (external causes).

A) Closure
B) A defensive bias
C) A self-serving bias
D) The fundamental attribution error
E) Overreward

Question 8

is the withholding of information about organizational problems or issues by employees.

A) Organizational silence
B) Organizational filtering
C) Negative grapevining
D) Lower-level filtering
E) Communication shutdown

Question 9

In the perceptual process, apprehension is the process of remembering interpreted information.

Question 10

is a kind of one-on-one communication used by managers to improve an employee's on-the-job performance or behavior.

A) Downward guidance
B) Coaching
C) Counseling
D) Leading
E) Supportive supervision

Question 11

In general, blogs serve no value in the corporate world.

Question 12

The steps of the basic perception process are:

A) Interpretation, attention, retention, and organization
B) Organization, interpretation, attention, and retention
C) Attention, organization, interpretation, and retention
D) Retention, organization, interpretation, and attention
E) Interpretation, retention, attention, and organization

Question 13

In the __________ type of grapevine communication network, one "highly connected" individual shares information with many other managers and workers.

A) star chain
B) gossip chain
C) cluster chain
D) leader chain
E) linear

Question 14

The is the system of official channels that carry organizationally approved messages and information.

A) downward communication channel
B) upward communication channel
C) horizontal communication channel
D) formal communication channel
E) informal communication channel

Question 15

In which of the following cases would written communication be preferable to oral communication?

A) when immediate feedback is needed
B) when messages are complex and ambiguous
C) when messages are emotion laden
D) when messages are very simple
E) when paralanguage is required

Question 16

is a kind of one-on-one communication used by managers to improve an employee's on-the-job performance or behavior.

A) Downward guidance
B) Coaching
C) Counseling
D) Leading
E) Supportive supervision

Question 17

_{5. In the model of the communication process, makes senders aware of possible miscommunications and}
Enables them to continue communicating until the receiver understands the intended message.

A) encoding
B) noise
C) transmission
D) Feedback to sender
E) the communication medium

Question 18

In the perceptual process, apprehension is the process of remembering interpreted information.

Question 19

Managers with better listening skills are rated as better managers by their employees and are much more likely to be promoted.

Question 20

The is the system of official channels that carry organizationally approved messages and information.

A) downward communication channel
B) upward communication channel
C) horizontal communication channel
D) formal communication channel
E) informal communication channel

Question 21

In nonverbal communication, the term refers to movements of the body and face.

A) kinesics
B) proxemics
C) paralanguage
D) pseudo-language
E) semiotics

Question 22

In the perceptual process, apprehension is the process of remembering interpreted information.

Question 23

Due to perceptual filters, people exposed to the same information will often disagree about what they saw or heard.

Question 24

Horizontal communication flows among managers and workers who are at the same organizational level.

Question 25

In the perceptual process, interpretation is the step of incorporating new memories with old memories and creating the ability to recall both.

Question 26

Perception is the process by which individuals attend to, organize, interpret, and retain information from their environments.

Question 27

According to attribution theory, the two general reasons or attributions we use to explain people's behavior are primary attribution and secondary attribution.

Question 28

Another name for the informal communication channel is the "grapevine."

Question 29

The self-serving bias is the tendency to overestimate our value by attributing successes to ourselves (internal causes) and attributing failures to others or the environment (external causes).

Question 30

The resistance bias is the tendency for people to perceive themselves as personally and situationally similar to someone who is having difficulty or trouble and, therefore, to use external attributions to explain the person's behavior.

Question 31

is the withholding of information about organizational problems or issues by employees.

A) Organizational silence
B) Organizational filtering
C) Negative grapevining
D) Lower-level filtering
E) Communication shutdown

Question 32

One of the best ways for top managers to hear what others feel and think is through:

A) company hotlines
B) surprise visits
C) survey feedback
D) frequent informal meetings
E) participative management

Question 33

Feedback is not necessary in the communication process when the sender and receiver are both confident that they understand each other.

Question 34

In which of the following cases would written communication be preferable to oral communication?

A) when immediate feedback is needed
B) when messages are complex and ambiguous
C) when messages are emotion laden
D) when messages are very simple
E) when paralanguage is required

Question 35

The two kinds of one-on-one communication are mentoring and vestibule training.

Question 36

One recommendation for managers wishing to improve their formal communication is to decrease reliance on downward communication.

Question 37

In the model of the communication process, decoding may result in faulty communication as a result of perceptual filters on the receiver's part.

Question 38

Nonverbal communication is less informative than verbal communication. .

Question 39

Selective perception is the tendency to notice and accept objects and information consistent with our values, beliefs, and expectations; and screen out or not accept inconsistent information.

Question 40

Communication is the process of transmitting information from one person or place to another.

Question 41

When it comes to improving communication, managers must manage one-on-one communication while also managing organization-wide communication.

Question 42

Company hotlines, survey feedback, frequent informal meetings, and surprise visits are ways of overcoming organizational silence.

Question 43

The last step in the perceptual process is .

A) interpretation
B) retention
C) attention
D) organization
E) action

Question 44

A casual jogger noticed that the San Diego Zoo was prohibiting people in motorized wheelchairs from viewing the zoo's baby panda and saw nothing wrong with this policy. Another zoo patron, who uses a wheelchair, saw the notice and felt he was being discriminated against because he could not access the panda site. This is an example of ____.

A) selective perception
B) kinesics
C) faulty closure
D) selective retention
E) defensive biases

Question 45

In the perceptual process, is the process of incorporating new information into your existing knowledge.

A) comprehension
B) organization
C) interpretation
D) retention
E) attention

Question 46

Frequent, informal meetings between top managers and lower-level employees are one of the best ways for top managers to hear what others feel and think.

Question 47

In the perceptual process, is the process of noticing or becoming aware of particular stimuli.

A) retention
B) organization
C) interpretation
D) attention
E) activation

Question 48

In the perceptual process, is the process of attaching meaning to new knowledge.

A) attention
B) organization
C) interpretation
D) definition
E) retention

Question 49

Perceptual filters may occur as the result of .

A) stimulus-based differences
B) physiology-based differences
C) situation-contextual differences
D) personality-based differences
E) all of these

Question 50

Which of the following statements about perception and perceptual filters is true?

A) People pay attention to similar things.
B) People organize and interpret what they pay attention to similarly.
C) People remember things similarly.
D) People are unaffected by differences in stimuli.
E) People perceive according to personality-, psychology-, and experience-based filters.

Question 51

The steps in the basic perception process include all of the following EXCEPT .

A) attention
B) organization
C) analysis
D) interpretation
E) retention

Question 52

In nonverbal communication, the term kinesics is used to refer to the pitch, rate, tone, volume, and speaking pattern
(i.e., use of silences, pauses, or hesitations) of one's voice.

Question 53

As a general rule, managers prefer written communication methods over oral communication methods.

Question 54

Because of , people exposed to the same information will often disagree about what they saw or heard.

A) defensive biases
B) feedback variables
C) differences in communication media
D) perceptual filters
E) communications deviations

Question 55

In communicating feedback to employees, managers need to recognize that feedback can be constructive or destructive.

Question 56

Listening is an example of a voluntary behavior.

Question 57

The steps in the perceptual process in order are .

A) interpretation, attention, organization, action
B) organization, attention, interpretation, retention
C) attention, organization, interpretation, retention
D) attention, interpretation, organization, retention
E) attention, decision, intention, and action

Question 58

Managers with better listening skills are rated as better managers by their employees and are much more likely to be promoted.

Question 59

In the perceptual process, is the process of remembering interpreted information.

A) apprehension
B) organization
C) interpretation
D) retention
E) activation

Question 60

In general, blogs serve no value in the corporate world.

Question 61

The retired founder of L. L. Bean spent much of his time sitting on a set of stairs where he could watch customers coming and going to his store. He typically dressed in old pants, well-worn flannel shirts, and a pair of muddy boots. Customers assumed he was a derelict. Those who recognized him thought of him as a real character. He was seen differently by different people due to .

A) attribution
B) a defensive bias
C) a reactive bias
D) selective perception
E) kinesics

Question 62

According to attribution theory, we use two general reasons or attributions to explain people's behavior. They are ____.

A) formalized and non-formalized attributions
B) self-serving and defensive attributions
C) objective and subjective attributions
D) internal and external attributions
E) centralized and decentralized attributions

Question 63

The crew renovating the downtown area accidentally dug up the sidewalk belonging to a privately owned section of the sidewalk, because they understood that all sidewalks were to be replaced. The crew was actually supposed to replace all city-owned sidewalks. In terms of the communication process, the crew members engaged in .

A) selective perception
B) incorrect decoding
C) improper encoding
D) negative feedback
E) noise filtering

Question 64

_{51. When things go wrong in the workplace, workers are more likely to attribute their problems to , while}
Managers are more likely to attribute those same workers' problems to .

A) extrinsic reinforcers; intrinsic reinforcers
B) external causes; internal causes
C) the fundamental attribution error; the defensive bias
D) the fundamental attribution error; the self-serving bias
E) internal causes; external causes

Question 65

According to attribution theory, internal rather than external causes.

A) closure
B) the defensive bias
C) the self-serving bias
D) the fundamental attribution error
E) kinesics makes managers more likely to attribute workers' problems or failures to

Question 66

Lopez was injured at work when a warehouse shelving unit fell on him. According to attribution theory, his co- workers assumed the accident was due to the shelves being improperly anchored to the wall. His coworkers are guilty of .

A) fundamental attribution error
B) reactive perception error
C) error of culpability
D) proactive perceptual error
E) defensive bias

Question 67

The states that we all have a basic need to understand and explain the causes of other people's behavior.

A) attribution theory
B) behavioral reflection theory
C) theory of causality
D) principle of consideration
E) theory of empathetic reinforcement

Question 68

Jergen Lindegaart is the chief executive of SAS Scandinavian Airlines. When he explained to stockholders why SAS was withdrawing from a joint venture with another company, he was engaged in .

A) encoding
B) feedback preparation
C) feedforward
D) selective filtering
E) decoding

Question 69

_{55. In the model of the communication process presented in the text, makes senders aware of possible}
Miscommunications and enables them to continue communicating until the receiver understands the intended message.

A) encoding
B) noise
C) transmission
D) feedback
E) the communication medium

Question 70

The crew renovating the downtown area accidentally dug up the sidewalk belonging to a private owner. The crew misunderstood their instructions that only all city-owned sidewalks were to be replaced due to bad phone connections. In terms of the communications process .

A) noise prevented communication
B) negative feedback occurred
C) unreinforced communication resulted
D) the city was guilty of a poor communication conduit
E) selective encoding occurred

Question 71

Someone experiencing a(n) would be likely to take any negative criticism of his or her department personally.

A) empowerment bias
B) error of culpability
C) self-serving bias
D) reactive error of perception
E) proactive error of perception

Question 72

_{49. Karl was injured at work when a shelving unit fell on him. Karl was trying to reach an item on a high shelf by} climbing on the shelving unit rather than using a ladder. His employer would be committing a(n)
Employer blamed the entire incident on Karl.

A) fundamental attribution error
B) reactive perception error
C) error of culpability
D) proactive perceptual error _{e. primary perceptual oversight}
If Karl's

Question 73

_{53. In the model of the communication process presented in the text, occurs when a message is put into a}
Written, verbal, or symbolic form that can be recognized and understood by the receiver.

A) encoding
B) decoding
C) transmission
D) feedback
E) receiving

Question 74

One of Canada's largest financial service providers, wanted to develop a customer-focused sales and service culture, top management developed the main messages, which were consistently communicated to all levels of employees throughout the organization. This is an example of a(n) communication channel.

A) downward
B) upward
C) horizontal
D) formal
E) informal

Question 75

According to attribution theory, the defensive bias makes workers more likely to attribute their performance problems to .

A) external attributions
B) personal causes
C) an internal locus of control
D) the absence of unity of command
E) none of these

Question 76

Renovation of a street and sidewalk was supposed to be finished in October yet wet weather prolonged the rebuilding until the middle of December. The local retailers, on that street, blamed the city for their low December holiday sales. If you agree with this analysis of why sales were poor, then you .

A) are experiencing the halo effect
B) do not believe in attribution theory
C) have a defensive bias
D) have a reactive bias
E) are experiencing perceptual empathy

Question 77

Noise can occur when .

A) the sender isn't sure of what message to communicate
B) the receiver doesn't have the time to understand the message
C) the message is not decoded properly
D) the message is not encoded properly
E) any of these occur

Question 78

Mike plays all kinds of competitive sports, and was excited to read that his company was sponsoring a softball team. Non-athletic Kenneth typically walks by the same bulletin board at least three times every day and has yet to see the softball notice. The fact that one saw the notice and the other did not is due to .

A) selective perception
B) kinesics
C) faulty closure
D) selective retention
E) defensive biases

Question 79

The three formal communication channels in organizations are categorized as .

A) downward, horizontal, and upward
B) hierarchical, functional, and organizational
C) horizontal, vertical, and grapevine
D) upward, dyadic, and downward
E) vertical, horizontal, and dyadic

Question 80

When Robin was told that her favorite store would no longer stock her favorite brand of clip-on earrings, she assumed this meant that the company was no longer producing clip-on earrings; even though that was not the case. Robin's incorrect assumption was due to .

A) selective perception
B) kinesics
C) closure
D) defensive bias
E) attribution